Introducing Custom Voice for Dynamics 365 Contact Center
Customer expectations for service interactions continue to rise. They want conversations that are fast, accurate, and increasingly human.
Today, we’re excited to announce Custom Voice for Dynamics 365 Contact Center. It’s a major step forward in delivering more natural, personalized voice experiences across AI-powered customer interactions with as little as 50 voice samples!
Custom Neural Voices enable organizations to move beyond generic text-to-speech and create voice experiences that reflect their brand, values, and customer promise—while still benefiting from the scalability and intelligence of AI-driven contact centers.
Why Voice Still Matters in Customer Service
Voice remains one of the most trusted and emotionally rich channels for customer engagement. Whether resolving an issue, providing updates, or guiding customers through self-service journeys, voice interactions shape how customers perceive your brand.
Every interaction with a customer is an opportunity to reinforce your brand. With Custom Voices, organizations can ensure their voice interactions match the tone, pacing, and personality customers expect. Voices are calm and supportive, confident and professional, or warm and conversational, enabling richer interactions across automated and agent-assisted workflows.
By combining advanced neural speech synthesis with Azure AI capabilities and native integration into Dynamics 365 Contact Center, organizations can now offer voice interactions that are:
- More natural and expressive
- Consistent with brand identity
- Inclusive across languages and accents
- Scalable across highvolume customer scenarios
Within Dynamics 365 Contact Center, Custom Neural Voices can be used across scenarios such as:
- Virtual agents and self-service flows
- Intelligent IVR experiences
Voice is personal, and with that comes responsibility. Custom Neural Voices are developed and deployed with a strong emphasis on ethical use, transparency, and consent. They are only offered on a limited basis for verified customers and valid use cases. Microsoft’s responsible AI framework guides how these capabilities are offered. This helps organizations use advanced voice technology in ways that respect users and build confidence in AI-driven experiences.
The Future of Voice in Customer Engagement
Custom Neural Voices for Dynamics 365 Contact Center represents a significant evolution in how organizations think about voice automation. Rather than treating voice as a transactional tool, this capability makes it a strategic part of the overall customer experience. An experience that is intelligent, expressive, and aligned with the brand.
Learn more: Set up inbound calling for the voice channel | Microsoft Learn
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